Customer Resolution Representative (NSW)

IKEA; Sydney; Hybrid; AUD 39,000 - 47,000; Full time

Benefits offered by this job

5 weeks paid annual leave

15% co-worker discount

Subsidised meals & drinks

Free uniforms

Free co-worker parking

Bonus programme

Benefits membership

Co-worker loyalty programme

Employee assistance program 24/7

Job summary

IKEA is seeking a Customer Resolution Representative to join the Customer Service Centre in Tempe NSW, with hybrid work arrangements.

You will handle high-volume inbound contacts, provide after-sales solutions, and document interactions in our CRM, delivering friendly, customer-centric service across channels. Availability is required between 8:00am and 8:30pm on weekdays and alternating weekends. This permanent full-time role offers benefits and career growth.

Qualifications

• Proven experience in customer service, retail or contact centres.
• Curious with strong problem-solving to create solutions for customers.
• Excellent written and verbal communication, polite and friendly.
• Good attention to detail; stays calm under pressure.
• Proficient computer skills and ability to learn IKEA systems.

Responsibilities

• Handle high-volume inbound contacts via contact centre systems.
• Provide after-sales solutions balancing cost and customer experience.
• Use problem-solving techniques to drive positive customer interactions and retention.
• Answer inquiries through phone, chat, email and other channels within set timeframes.
• Document all customer interactions in our CRM system for accurate records.
• Investigate complex cases with IKEA service providers and assess claims.

Skills

Customer service

Problem solving

Communication

Computer skills

Teamwork

Independent

Tools

CRM software

Job description

Working at IKEA has its benefits and rewards:

• $28.31 base hourly pay rate + penalty rates (including on weekends, public holidays, and late nights).
• 5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
• Rosters published 4 weeks in advance.
• 15% Co-worker discount
• Subsidised meals and complimentary drinks in our Co-worker restaurant
• Free uniforms provided
• Free Co-worker parking
• Bonus programme (where eligible)
• Benefits Membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)
• 24/7 access to our Employee Assistance Program for health and wellbeing support

Additional Information:

• Position type: Permanent, full time 76 hours/fortnight.
• Internal job title: Resolutions Generalist
• Work location: Customer Service Centre (RCMP), Tempe NSW. (hybrid work arrangements)
• Working hours: availability required between 8:00am to 8:30pm (AEST) weekdays and alternating weekends (both Saturday & Sunday).

As a Customer Resolution Representative, you are:

• Proven experience in a customer service role, particularly in retail or contact centre is highly valued.
• Curious with strong problem-solving skills to help create innovative solutions for our remote customers.
• Able to demonstrate excellent written and verbal communication skills showcasing a polite and friendly manner.
• Good attention to detail along with the ability to remain composed when working under pressure.
• Have proficient computer skills and an ability to learn about all technical aspects of the IKEA systems.
• A team player with a 'Togetherness' mindset but also be also to work independently and find solutions.
• The drive to offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, to maximise customer satisfaction.

ABOUT THIS WORK AREA

As Customer Resolution Representative your responsibilities will include, but are not limited to:

• Receiving high-volume inbound contacts, operating contact centre telephony and other communication systems.
• Providing customers with after sales solutions that meet their needs, balancing cost consciousness and customer experience.
• Making use of problem-solving and resolutions techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention and brand trust.
• Answering all customer enquires through our different communication channels (phone, chat, email, etc.) within the set timeframes.
• Document all customer interactions, inquiries, and resolutions in our CRM system to maintain accurate and up-to-date records.
• Investigating complex cases, liaising with IKEA service providers, and assessing quality & extended guarantee related claims.

We need people like you

At IKEA, work is so much more than a job. Come join us!